Integrated call handler and email systems and methods
First Claim
1. An information processing system comprising:
- a network interface operable to receive and transmit packetized information over a computer network;
a telephonic interface for audio communication between at least one call handler and at least one caller over a telephone network;
a call handler interface operable to generate at least one outgoing message, wherein said call handler interface is operable to send said at least one outgoing message to said at least one caller, and wherein said at least one outgoing message comprises a unique identifying component, the unique identifying component further comprising a unique string of alphanumeric characters representing a date on which the outgoing message was first generated concatenated with a sequential serial number;
a storage unit configured to store information related to said at least one caller; and
a processing module communicatively coupled to said storage unit, said call handler interface, and said network interface, wherein said processing module is operable to correlate at least one incoming message received over said computer network to information related to said at least one caller and present, to said at least one call handler, said at least one incoming message correlated with said information related to said at least one caller.
1 Assignment
0 Petitions
Accused Products
Abstract
Apparatuses, systems and methods are presented for handling calls. In one embodiment, an emergency call handling system capable of receiving visual information from callers and correlating the visual information to particular incidents is disclosed. To obtain visual information, a call handler may generate and send an electronic mail message to the caller. The caller may reply to the electronic mail message and attach an image captured with, for example, a camera phone. The visual information may then be correlated to the call between the caller and call handler. The visual information may be used to assess an emergency situation. The visual information may be forwarded to emergency service providers.
7 Citations
39 Claims
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1. An information processing system comprising:
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a network interface operable to receive and transmit packetized information over a computer network; a telephonic interface for audio communication between at least one call handler and at least one caller over a telephone network; a call handler interface operable to generate at least one outgoing message, wherein said call handler interface is operable to send said at least one outgoing message to said at least one caller, and wherein said at least one outgoing message comprises a unique identifying component, the unique identifying component further comprising a unique string of alphanumeric characters representing a date on which the outgoing message was first generated concatenated with a sequential serial number; a storage unit configured to store information related to said at least one caller; and a processing module communicatively coupled to said storage unit, said call handler interface, and said network interface, wherein said processing module is operable to correlate at least one incoming message received over said computer network to information related to said at least one caller and present, to said at least one call handler, said at least one incoming message correlated with said information related to said at least one caller. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. An emergency call handling system comprising:
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a network interface module that sends and receives packetized information over a computer network; a communication interface interconnected with a public safety answering point; a call handler interface that generates an outgoing message, wherein said outgoing message comprises a unique identifying component, the unique identifying component further comprising a unique string of alphanumeric characters representing a date on which the outgoing message was first generated concatenated with a sequential serial number; a storage unit that stores information in a relational database where said unique identifying component is stored in relation to a record of a call; and a processing module communicatively coupled to said storage unit and said network interface, wherein said processing module correlates at least one incoming message received over said computer network to said record of said call. - View Dependent Claims (11, 12, 13, 14, 15)
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16. A call handling system comprising:
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a database configured to store;
a plurality of electronic message templates, information regarding a call from a caller, and a unique identifying component for said call, the unique identifying component further comprising a unique string of alphanumeric characters representing a date on which the outgoing message was first generated concatenated with a sequential serial number;a call handler interface operable to enable a call handler to select an electronic message template from said plurality of electronic message templates, initiate the sending of an electronic message to said caller, wherein said electronic message contains said unique identifying component, and display said information regarding said call and an image contained in a response to said electronic message; and an electronic message processing module operable to correlate said information to said image. - View Dependent Claims (17, 18)
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19. A method of communicating with a caller comprising:
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receiving a call from a caller over a telephone network; deciding, based on said call, to obtain visual information from said caller; assigning a unique identifying component to a first message, the unique identifying component further comprising a unique string of alphanumeric characters representing a date on which the outgoing message was first generated concatenated with a sequential serial number; including said unique identifying component in said first message; sending said first message to said caller after said including step; receiving a second message in response to said first message, wherein said second message comprises visual information; and correlating, at least partially based on said unique identifying component, said second message to said call. - View Dependent Claims (20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34)
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35. A method of correlating visual information to a call comprising:
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receiving a call from a caller; sending an electronic mail message to said caller, wherein said electronic mail message comprises a unique identifying component, the unique identifying component further comprising a unique string of alphanumeric characters representing a date on which the outgoing message was first generated concatenated with a sequential serial number; receiving a reply message from said caller, said reply message comprising said unique identifying component and visual information; and correlating, at least partially based on said unique identifying component, said reply message to said call. - View Dependent Claims (36, 37, 38, 39)
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Specification